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NEW QUESTION 53
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

• A. Automatic call distribution
• B. Customer community
• C. Knowledge base
• D. Service cloud console

Answer: B,C

NEW QUESTION 54
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A. Add multiple ELSE IF blocks after the IF block
• B. Create a formula to build the macro logic around
• C. Add a formula block to the macro
• D. Add conditional logic to the instructions

Answer: B,C

NEW QUESTION 55
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

• A. While holding for a support agent
• B. On-demand email to case
• C. Web-to-case question
• D. An email to case inquiry

Answer: D

NEW QUESTION 56
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